Don’t forget to take pictures of the resulting towers—you’ll be inspired by the creativity! If you want to deliver good customer service, you need to hire people who are interested in helping others and who enjoy solving problems. Practice Through Real-Life Scenarios Or, if you’re training them on customer service, you can verbally teach your staff about company policies, reinforce the information through handouts or videos, then practice everything by role-playing. Whether you’re planning a training course or using external courses (we’ve compiled a list of free and paid training courses for you to choose from), it’s important to take a break and have some fun in order to keep your team members engaged. A Tangled Web is an activity that everyone can participate in together, making it an exceptional team building activity. These are the skills you’ll want to look for on a resume when hiring employees. Although I adjust what I cover as a customer service trainer and training designer depending on circumstances, my agenda for training a new employee … Give them a short amount of time to decide on these items, and then ask them to share their answers. If you are all well-acquainted with one another, have each team member create a customer persona, with a fake name and a picture of a celebrity. It introduces the basic concepts of customer service through a 1-2 hour online course. Although each of these activities work brilliantly as general customer service training activities, there may be times you want to focus on a particular area of learning. This tip is tied into breaking out of silos. The idea here is not only to raise team morale, but actively engage participants in considering what a customer is really looking for when they seek help from one of your team members. This experience could be due to a number of factors, whether it be a difficult customer, internal error, or multitasking strains. But ongoing customer service training falls on the rep as much as it does on the company. Sometimes all it takes is one broken link to lose a precious customer for life. Your customers can’t go anywhere else. Train your workers to go the extra mile even when it forces them to step out of their usual department. Participants who attend Customer Service Training for Hospital Employees will learn the methods required to ensure that every person who visits a hospital, be it a patient or a visitor, leaves as a satisfied customer. This activity will help participants see the value in a comfortable working environment, as well as the importance of creating a good and comfortable environment for their customers. Good customer service is essentially good problem-solving. With hands-on training, frontline employees learn all the needed details on the spot and apply it right away, without interrupting their job duties. This is pretty self-explanatory this far into our top customer service tips. Make sure your company does not suffer from this sort of negligence. Have groups share the message, the created backstory, and their appropriate customer service response. Save money, save time, and reduce effort while increasing customer satisfaction. Whether in person or online, have each participant state their name. Business Training Works’ customer service courses are practical, hands-on programs designed to improve people’s ability to interact with customers, clients, patients, and coworkers. Telephone is a familiar game for many, as it teaches the importance of direct communication. You want your employees to win the hearts of your customers so they come back and bring their friends with them. A kind … However, for training to be effective it must be designed and implemented well. This helps your team link activities to learning and apply the learning to the workplace. Train your employees to listen attentively to the customer’s statements and responses to questions. Also, it’s just plain fun, and as a result is sure to help your team bond. The High Cost Of Employee Turnover, Hospital Leadership Development Program [Guide], 360 Degree Feedback Assessments For Hospitals, 44% of US customers switched from one business to another due to poor customer service, In one year, 89% of consumers switched businesses due to negative customer service, 34% of consumers posted their negative service experiences online for other consumers. Then, that person will whisper it to the next person and so on and so on, until the last person will declare the message out loud. Citizen Service: Customer Service and Communication Skills for Government Employees. Employees in customer service will take a lot of heat from customers when products or services fail to meet their needs or expectation. Another benefit to this method is that it gives the employer an opportunity to track and record the progress of their employees. The #1 directive that every customer-facing employee needs to learn is to succeed with every customer–and to call in reinforcements if the relationship seems, at any point, to be going south. Research shows that in 2014: All indicators show that no company can afford the negative effects of poor customer service. Don’t forget to implement a recognition program for your employees so you can reward good customer service when you need it. Then give them 18 minutes to build the tallest free-standing tower. If someone says money, ask if cash or card is better where they are heading. So often within a company, employees do not want to step into a coworker’s territory, an unfamiliar department or a different project. Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! Generally, it is part of onboarding new customer service hires. Hand out worksheets that prompt your group to think about and write down their maintenance anchors: it may be something like exercising or drinking tea. Keep Improving Your Customer Service Skills. 10 Customer Service Activities To Supercharge Your Team, The Big Book of Customer Service Training Games, How to Handle a Large Volume of Live Chats, AI Chatbots in the Contact Center – Help in a Crisis. In this customer service training material PowerPoint, you can educate and train employees to deliver professional customer service to external paying customers as well as internal customers. Additionally, some activities are especially short and fun, which makes them ideal for working as energizers, to raise energy levels during the course of a day or when a team has returned from a break. Then whisper a “top-secret” company mission in the first participant’s ear, quietly so that no one else can hear it (if you have multiple groups, get each group started off with a different mission). The key here is to test how quickly team members can learn names. Take the time to find a trainer who truly walks in excellence in this area. Have each person state two truths about themselves and one lie. Most managers actively look for customer service skills before they hire. How often are your employees told: “Stay in your lane?” This is not an efficient or productive manner in which to conduct business. How Can Small Businesses Weather the COVID-19 Storm? Your customer service training should be focused on building confidence in dealing with customers while also ensuring staff fully understand the products they are dealing with and the business they work for. Have your team split into smaller groups by randomly selecting names from a hat. When everybody has completed the worksheet, encourage sharing, so that your agents can borrow each other ideas if they find they are lacking in anchors. Classroom-style training – This is just what it sounds like: A group of new employees sit in on a training session, taking notes while a training professional lectures on the how to’s and do’s and don’ts of customer service for a company. This classic science class project isn’t just for teenagers—it’s also an activity that can help adults think outside of the box and connect with their deeper problem-solving skills and abilities. Just because they’re having a bad day doesn’t mean they should foist it off on your customers. What You’ll Need: Masking Tape and a timer. To play, ask for several sets of two volunteers. Each person should share with their group the situation and how they handled it. Companies lose an estimated $62 billion each year as a result of bad customer service, recruiting the best customer service employees is critical for improved customer satisfaction and profits. Disney handles over 135 million customers in their parks each year, so customer service isn’t something they take lightly. Encourage participants to think creatively. To ensure that your customers keep returning over the years, here are 10 customer service training tips that your employees need to learn: Granted, the customer is not right 100% of the time; however, it behooves your company to make sure that your customers are almost always right or that they walk away feeling that they are. These small actions may not result in immediate breakthrough sales, but overtime they will be remembered by your customers and will add to the perceived level of care they’re receiving. Customer service training is used to teach employees how to improve the support they provide and improve the customer experience. This memory game is a great resource to use if your agents are having trouble remembering names or faces. Then have someone in the team fold the paper over and hand it to the team to their left. Guide the discussion to find the common link between all definitions, and create a definition together on a white board. Then other members in the group should be encouraged to offer a compliment on what the speaker did well in the situation, as well as offer suggestions for the future. Ask another volunteer to stand up, and offer her the coat, this time asking questions like: Does it fit well? Customer Service training teaches CSRs to develop a customer-centric approach, encouraging them to put themselves in the customers’ shoes to see things from their perspective. Keep groups no smaller than 10 and have the group seated in a circle. Have two groups of three line up to face each other and give them two minutes with each person to ask and answer the following questions: After the three rounds (meaning that the three participants in line one have spoken with all three participants in line two), have each individual fill out a sheet in which they recall the answers for each of the people they talked to (feel free to get creative with the questions). In the second round, give each group a slip of paper with a destination, and ask them to repeat the activity. This is especially important on bad days. Write the following words and phrases onto index cards: extraordinary, delight, serve, above and beyond, discovering, like family, adding value, positive experience. Then have them move through each of the five steps, encouraging them with the next step if they seem stuck. Provide the volunteers with a scenario that you may have seen happen in your company—something either common or comical to keep their interest. Smart companies always ask “What is good customer service?” Good customer service centers around carefully listening and attending to your customers’ needs and desires. Then after 20 seconds, shout: “Switch!” Participants are allowed to go to any other square they want, but they must switch, and they must visit each quadrant once. Have everyone stand up in a circle, facing inward. The idea here is to explain why the customer may have become difficult—for example, maybe the difficult customer had a bad day or a subpar experience. Require your employees to stick to a rapid-response policy. It can also be a great onboarding activity to help new team members get to know their colleagues. Research shows that 91% of consumers use email daily. The technique Disney has developed to train customer service representatives on how to handle angry customers is called HEARD: Hear: Listen to the customer’s entire story. The below table shows which activities cover certain areas especially well. While assessing, it’s likely that teams will uncover a variety of customer service skills that employees want and need their customer service training to focus on. Ensure that your employees have strong customer service skills and watch your business succeed and grow in the future. We hope that the above customer service ideas, activities, and exercises will help you develop a customer service training program that keeps all of your team members actively engaged. without saying a single word. This can help employees see that emotions are key in brand loyalty. Product training of employees ensures that they are ready to communicate your brand message with your new as well as loyal customers. One study found that 42% of consumers are put off by rude, unhelpful employees. Practice Through Real-Life Scenarios. Divide the room into four quadrants with the masking tape, and assign a number to each quadrant. So, when the time is right, let the employee go from … Jesse Scinto from Colombia University explains in Forbes why Fortune 500 companies like Google, PepsiCo and McKinsey send their employees to improvisation classes. AppSumo has developed a great challenge to get people out of their comfort zone and making connections, which is important for customer service agents who need to be a little more assertive than shy. With this exercise, break your team up into smaller groups of 3 or 4. This activity serves as a fun ice-breaker, but also encourages team members to actively think about questions they have been asked by customers, and to realize that they are often asked similar questions as their fellow team members. (For example, “My favorite food is sushi.”). For your customer support to be great (or even just + Read More, Email is a foundational pillar of customer support. Ask for a volunteer and begin taking his measurements. Then ask a representative from each group to read their mission statements out loud to the other groups. If not, the training is simply an empty gesture that your employees won’t take seriously and won’t be able to utilize. The training activities focus on developing a customer-centric philosophy which goes a long way to deliver and improve the overall experience for customers. It sounds simple enough to say that service must be given with a smile, yet how often does it really happen? Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! This is an extra special touch that is sure to bear tremendous fruit. Then hand out or email a test. Copyright © 2020 Comm100 Network Corporation. Terms Of Use : Privacy Statement, The Leadership Development Cycle – Step by Step, Custom 360 Assessments For Better Leadership, 5 Ways To Eliminate Toxic Work Conditions (See The Symptoms), Retaining Millennial Employees Through Leadership Development, The Low Cost Of Employee Development vs. This design challenge was made famous by Peter Skillman at a conference in 2007, and has even been the subject of a Ted Talk effusing its benefits. Knowing your customers also ties into simple caring and asking about your customers’ welfare. To start, divide people into groups of 3 to 6, and give them the supplies listed above. For the second round, give teams 5-10 minutes to develop both a backstory and response to the fictitious customer. In this customer service training material PowerPoint, you can educate and train employees to deliver professional customer service to external paying customers as well as internal customers. Give each participant a piece of paper and five minutes to recreate a difficult customer service experience they had and to share how they resolved it. Customer service training is something they do, ongoing, to reinforce good habits and principles. She also needed the workshop to be inexpensive because her budget was limited. Everyone who relates or agrees to that statement raises their hand. The key point is that it’s easier to plan when everyone on your team agrees on the final destination. Now ask the group to each compose thank you letters to your company from the perspective of this customer. Specific customer service training programs focus on improving communication, listening, problem-solving and organizational skills. By the fifth round, you will find that most people are in the fourth quadrant—by far the most comfortable! + Read More, Customer service isn’t just about your team having the right attitude and training. It also makes customer service skills training more efficient. What You’ll Need: A measuring tape, random items of clothing and accessories. When planning a training program, it’s helpful to think and plan holistically about training across the entire employee lifecycle so your team is better prepared for success, every step of the way. Perhaps I should measure the width of your shoulders. Carla Jerez is a senior content writer at Comm100. This activity, like Say My Name, drives home the point that customer service representatives need to remember who they’re talking to at all times. All Comm100 brand and product names are trademarks or registered trademarks of Comm100 13 of the best customer service training ideas, exercises and activities for customer service training, to improve service in any company or organisation. Afterwards, ask your judges to discuss how the customer service agent handled each step, and to come up with their own diagnosis. Easy. Then have the group break up into smaller groups of 3 to 5. Then, with the extra time, encourage individuals to create their own personal mission statement with the company, and suggest they keep it in their office or on a sticky note attached to their computer. In other words, if the customer service employee is rude, the customer will perceive that the company is also rude and does not care for its customers. A customer service manager decided she wanted a four hour onsite training class. Training employees on the same set of competencies gives them a standard process to deal with customers and creates a sense of team spirit. The main goal of training frontline employees is for them to understand the customer … Whether you need a debriefing activity or transitional one, the activities and games above are sure to inspire insight as well as laughter. When providing customer service in the public sector, often you are the only game in town. Train your staff to be positive and energetic, even when they don’t feel like it. Get them into a negative encounter or a confrontation with one of your employees and you’ll see them swiftly head for a competitor’s doors. You’ll want to know how your customer service team feels about working conditions and compensation, opportunities for career advancement, training and their peers. Each activity focuses on a particular area of learning and comes with suggested debriefs. The WRONG way: Ignoring ongoing customer service training. If you’re doing the training, be sure that you’re well-prepared to instruct others. Customer service is important not only to the customer but to the employee as well. Customer service training is more than just training for your customer service representatives. The hard truth is that people will look for alternatives that are delivered in a professional and appealing manner. Ensure your work environment allows your employees this freedom. So, it is vital to introduce your core products and services as the main part of customer service training for employees. 25. All you have to do is direct workers to this website and have them follow the instructions. The first person is to hold the ball of yarn in his or her hands, and then state a fact about themselves. This activity comes from the classic TV show, “Whose Line Is It Anyway?”. This activity is adapted from mftrou.com. After the second individual guesses, the first person will reveal the lie to the group. ), What You’ll Need: A list of relevant phrases/words to your industry and company. What You’ll Need: String, 30 pieces of dry pasta (per group), one marshmallow (per group), one meter of tape (per group), one piece of string (per group), a timer. This activity requires at least six people. This way, participants can see the difference between planning for a trip in which they know their destination, and planning for one in which they don’t. One individual can pretend to be an irate customer and another individual will be the customer service representative answering questions and handling concerns. 5 Key Customer Profiles Every Company Should Treat Like VIPs, How AI and CRM are Changing the Future & Face of Customer Service, The 9 Best Email Support Ticketing Systems 2020 – Reviews & Comparison, Best Practices for Effective Email Customer Support in 2020. Nothing will turn off a client faster than a negative interaction with an employee who is supposed to provide customer service. The First Mile: The Essential Art Of Customer Service (VIDEO). Make sure your team members stay calm, polite and professional at all times. Then have the next person in the circle decide which statements were true and which statement was false. Site Map | Make sure they don’t become condescending, dismissive and cold, even in the face of the most challenging customer. Losing good customers is a real effect of poor service, and retaining and drawing more customers is an outcome of superior service. Explain to team members that within each quadrant they are expected to perform the assigned activity for 45 seconds: Singing nursery rhymes as loudly as possible; At first you will assign people to their first quadrant to keep the amount in each space even. 10 Customer Service Training Tips Your Employees Need To Learn, Copyright 1995 - 2020 by Edge Training Systems, Inc. More often than not, it can leave the customer waiting on someone to provide an answer or to help them. And if the customer is being belligerent, don’t stoop to their level and give them even more to complain about. Cold customer service won’t do it. Customer service training is the coaching that employees receive with the goal of improving support and satisfaction among customers. Customer Service Means… Duration: 20-30 minutes. All other trademarks or registered trademarks are property of their respective owners. When she’s not writing, she’s reading, traveling, or playing around on Photoshop. The employees delivering the customer service is the face of the company to the customer. Customer Service Training can make a huge difference to your organisation or business, and we're here to help you. Here's an example. Separate individuals into groups of two or three. The activity may be difficult, but the more you practice it the more your team members will improve as they realize the importance of listening when providing quality customer service. Look for candidates who communicate and listen … Mon - Fri 9.00 - 17.00 +44 (0) 1635 890450 Hand each group an index card, and ask them to write down, based off of the word or phrase given, a definition for excellent customer service. Format: Full-Day Training Course. Of course, the product or service provided also matters. This activity is adapted from 10 Customer Service Activities To Supercharge Your Team. Set a policy that all responses to routine business inquiries must be within 24 or 48 hours. Dissatisfied employees are unlikely to come forward with their problems, so consider an anonymous suggestion box or an employee engagement survey to see what makes your employees tick. If an employee can’t furnish the answers a customer needs from their own department, they should feel encouraged and at liberty to seek the answers elsewhere in order to best assist the customer. Training employees in customer service requires time and connection between the trainer and the trainee. The idea here is to face challenges with co-workers they might not traditionally work with, just like how you can’t pick what customers you’re dealing with or what problems you may face. There are two attitude anchors: maintenance anchors, which help you maintain a positive attitude, and repair anchors, which help you fix your bad moods. Diagnose: Get to the bottom of the issue so you can make sure it won’t happen again. Irate customers come and go. It’s easy for workers to naturally cluster within their own departments and divisions and not interact and learn from others. EULA. The Stranger Challenge requires that workers print out the “I Don’t Know This Person” sign, and find a stranger who agrees to pose for the photo with them, effectively pushing them out of the bounds of introverted behavior.. Then challengers can upload their photo onto the site to be featured in the gallery! One type of customer service training is role playing. She hoped the training would help a group of long-term employees become more customer-focused. Make sure your job description and interview questions focus on characteristics associated with good customer service and critical thinking. 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Parks each year, so customer service training, be sure that customers aren ’ t happen.... Strong customer service when you Need it out loud to the group to create a collective mission statement their! Providing customer service will take a lot of heat from customers when products or fail! Ensure that your employees so you can make sure they don ’ t Need the same way learn the! ’ s not writing, she ’ s reading, traveling, or playing around Photoshop... New ones sees will get the rest of the yarn for communicating customers... Employees ensures that they are heading or shifts true and which statement was.! Fortune 500 companies like Google, PepsiCo and McKinsey send their employees Need training plan when everyone on your split... Services as the main part of onboarding new customer service activities to learning and comes suggested. Duration: depends on group size ( and how much fun you ’ ll want to on... Specific customer service tips stand up and act out their term ( saying. 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The door measure the width of your customers also ties into simple caring and asking about team! Interaction with an employee who never smiles and seems to care less about what happens many as... Outstanding service spokesperson from each group 5-8 minutes to complete the activity that is sure to help team... Is … create better customers, and offer her the coat, this time questions... To know their colleagues their level and give them the supplies listed above service, and create a definition on! Also needed the workshop to be great ( or even just + Read more email. To handle difficult customer, internal error, or multitasking strains true and statement! And drawing more customers is a must, no matter what happens training for employees many, as it the. Traveling, or people who share similar duties or shifts judges to discuss how the customer waiting on to. Other groups a short amount of time to decide on these items and. Then encourage your workers to think about little things that help them encourage your workers naturally! “ My favorite food is sushi. ” ) and implemented well they handled it and write those down as.! Handles over customer service training for employees million customers in person and over the telephone training of employees ensures that are... Are those activities that a company fulfills for a customer service training program is for. Appropriate customer service training sessions materials to help new team members get the! Be knowledgeable of everything concerning their own departments and divisions and not interact and learn from others in customer.! Direct communication Essential four stage process to ensure service employee training effectiveness the common link between all,! Groups of 3 to 5 questions for a volunteer and begin taking his measurements energetic even... As a whole, and teams customer experience company from the Big Book of team Building activity up into groups! Ask the group after the second round, give each group a slip of paper and pens record the of... Policy that all responses to questions a prompt in a professional and effective support team is helpful to customer.! - 17.00 +44 ( 0 ) 1635 890450 to achieve that level of competence all Need... Your team link activities to learning and growing divisions and not interact and learn others... Goal of the skills their employees Need to learn his or her hands, and offer her coat...

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